Assistant Manager, Customer Relationship
Job no: 494563
Work type: Full time
Location: Hong Kong SAR
Categories: Branding, Communication & Live Streaming
Responsibilities:
- Assist Service Management Centre Manager to lead and supervise the Customer Experience team to achieve team KPI and task
- Assist to handle and manage all written customer issues to achieve company target on complaint response time
- Implement daily sensitive & urgent case screening to avoid crisis from happening, and alert relevant departments for prompt resolution
- Assist to collect and analyze critical customer complaints to produce high risk case reports for management reference
- Assist Customer Experience Manager to maintain the Voice of Customers (VOC) channels for the organization for root cause analysis and drive improvement projects
- Maintain the Customer Experience team database and prepare weekly/monthly/quarterly reports
- Support overall CSC initiatives in relations to regulatory compliance aspect
Requirements:
- A University Degree, preferably in Customer Services, Social Science, Marketing or other relevant disciplines
- at least 5 years of experience involving customer experience or customer relations management, experience in a supervisory position is an advantage. Experience in aviation industry is an advantage.
- Work background in customer relations and able to deliver excellent customer service
- Excellent communication skill with stakeholders and resolve escalation
- An analytical mind and basic knowledge in statistics;
- A good command of written and spoken English, Cantonese and Mandarin
- Computer literacy and presentation skills using PowerPoint, Excel and Word
- Candidate with less experiences will be considered as Supervisor, Customer Relationship
Advertised: China Standard Time
Application close:
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